We believe in a world where extending the life of products and reducing environmental impact is mainstream.
As Spain’s leading peer‑to‑peer marketplace for pre‑loved items, we connect millions of users every day. Powered by innovation, trust, and autonomy, we combine the positive impact of sustainability with the convenience of modern e‑commerce. Our mission is to make pre‑loved consumption the norm through the smart use of technology.
The Challenge We are looking for a Head of Customer Service to lead and evolve our customer experience strategy. This role requires a blend of operational leadership, AI‑driven strategy, and deep user empathy to solve complex challenges in a fast‑paced digital ecosystem.
Pioneer AI & Modern CS Operations: Lead the integration of AI, automation, and intelligent routing tools to modernize customer support, streamline workflows, and enhance resolution efficiency across all user touchpoints.
Lead Internal CS & CX Teams: Direct and mentor our internal Customer Service (CS) and Customer Experience (CX) teams across C2C and Pro segments,



fostering a collaborative, high‑impact culture focused on continuous development.
Oversee strategic relationships and day‑to‑day alignment with external BPO partners, ensuring partner performance seamlessly matches Wallapop’s quality standards, SLA targets, and customer‑first values.
Drive Operational Excellence: Design, optimize, and scale customer service processes and workflows to maintain high quality as Wallapop grows.
Data‑Driven Decision Making: Analyze customer interaction data, support metrics, and user feedback to identify emerging trends, pain points, and systemic product/service improvements.
Leadership Experience: Proven track record of leading and scaling Customer Service / Support operations within a digital environment, e‑commerce platform, or tech scale‑up.
AI & Innovation Focus: Demonstrated interest or experience evaluating, implementing, and optimizing modern CS technology, including AI t

📌 Service Development Co-ordinator (Barcelona)
🏢 Cv-Library
📍 Barcelona